Complaints Policy
Manor Farm Experiences and Learning Barn on Manor Farm
Purpose
We aim to provide a safe, respectful and reliable service. This policy explains how a child, parent, carer, school, commissioner, visitor or worker can raise a complaint and how we will respond. Safeguarding concerns must be reported immediately under the Safeguarding and Child Protection Policy and must not wait for this process.
How to raise a complaint
Please raise the issue as soon as possible with Caroline Thomas, Owner, by email at manorfarmexperiences@gmail.com or by telephone on 07544 858988. Explain what happened, when it happened, who was involved, the impact, and what outcome you are seeking. A complaint can be made by a child or on their behalf; we will make reasonable adjustments to support communication.
If the complaint concerns Caroline Thomas, or you do not feel able to raise it with her, contact Antonia Stewart, Designated Safeguarding Lead, at manorfarmlearning@gmail.com or 07734 348245. This separate address should also be used where confidentiality would be compromised by using the general Manor Farm Experiences inbox. If a complaint raises a safeguarding allegation about an adult, it will be referred promptly through the safeguarding procedure and to the appropriate external authority where required.
How we will respond
We will acknowledge a complaint within five working days where contact details are available. We will clarify the issues, consider what information is needed, and aim to provide a written response within twenty working days. If the matter needs longer, we will explain why and give an updated timescale. Urgent safety concerns will be acted on immediately.
The review will be proportionate and fair. We may speak with people involved, examine relevant records and seek appropriate advice. We will keep information confidential and share it only with those who need it to review or act on the complaint. We will not treat anyone unfairly for raising a concern in good faith.
Outcome and escalation
We will explain our findings, any action taken and any learning or changes that follow, subject to privacy and legal duties. If you remain dissatisfied, you may ask for the decision to be reviewed by a person not directly involved where practicable. You may also contact the relevant commissioning body, local authority, regulator or safeguarding agency, depending on the nature of the complaint. This policy does not limit anyone’s right to contact emergency services or statutory authorities.
Records and review
Complaints, decisions, actions and outcomes will be recorded securely and retained in line with our data-protection arrangements. We review complaints for patterns and service improvements. This policy is reviewed annually.
